VP of Customer Operations

CitySwift is looking for a VP Customer Operations with strong scale-up tech company experience to join our rapidly growing team. 

As the world's leading data platform for public transport, CitySwift powers data-driven decision making for some of the largest transport networks across the globe. Backed by over €15 million in venture capital funding and a partner list that includes the world's largest public transportation operators and government authorities, such as National Express, Go-Ahead Group, Transport for London and many more, CitySwift is in accelerated growth mode with over 100% YOY revenue growth and 150% growth in new customers in 2023.

CitySwift’s mission is to increase the adoption of sustainable public transportation usage around the world - our platform currently optimises over 1 billion passenger journeys annually, and our target is to reach over 10 billion by 2026. 

At CitySwift, you’ll get the opportunity to take ownership, deliver measurable impact and develop professionally - reshape the future of public transport by accelerating CitySwift’s growth!

About the role 

The day-to-day operations of the business from founding to present day have sat with the two founders, CEO and CCO. As we continue to expand our customer base and revenue, it's crucial that our client operations, spanning from pre-deal support to post-deal implementation and renewal, are driven by data, processes, and playbooks. 

The VP Customer will spearhead efforts to enhance our operations by building an end-to-end Operations Function and implementing company-wide processes, ensuring scalability, efficiency, alignment and accountability across the business.

Beyond operational excellence, this role will play a pivotal part in nurturing our company culture amidst this rapid expansion.

Key responsibilities

• Build the function that takes ownership over all post-deal completion activities from implementation to adopt to renewal
• Ownership of Upsell and Retention targets
• Management of the various functions Partner Management, Customer Success, Solutions, Data Op’s and Support.
• Speed up our ability to scale with new and existing clients therefore increasing CitySwift’s ability to grow revenue
• Ownership over delivery of value to customers from pre-sales design to post-sales delivery
• Lead and manage a hybrid team of commercial, domain and technical resources
• Manage internal and external stakeholders, adeptly negotiating and agreeing on 'best choice' outcomes in a non-perfect world
• Ensure adherence to established processes while continuously seeking opportunities for enhancement and iteration when necessary
• Be a cultural leader, fostering an environment that promotes innovation, accountability, and a shared commitment to excellence
• Design, prioritise, and implement structured plans while involving and aligning stakeholders to ensure collective ownership, coordination, and timely achievement of goals.

Requirements:

Essential Experience

• Scale-Up Technology Experience. Preferably, you have been on a  journey in a scale up from sub 50 employees to more than 100/200+
• Have worked with large Enterprise Client Accounts with deal sizes of €2m+ 
• Demonstrable experience working with very complex integrations and implementations in Global Markets with Public/Private sector clients and localisation requirements
• Successfully scaled and led a Client Operational team in a leadership capacity

Desirable

• Transportation or similar industry experience
• Knowledge of best practices within Revenue Operations, Customer Success and Product Operations
• Based in Ireland or the United Kingdom but willing to travel to CitySwift’s offices in Galway, Ireland and London frequently

Skills and Attributes

• Process driven, detail oriented and execution focused
• Leadership and team management - a leader who drives a strong culture of execution, delivery, feedback, customer focus and a general sense of ‘we’re all in this together’
• Competitiveness - a strong desire to win and be the best at what we do
• Delivery - a bias to action and delivery is essential
• Collaborative Strategic Planning is the ability to design, prioritise, and implement structured plans while involving and aligning stakeholders to ensure collective ownership, coordination, and timely achievement of goals.

We value, recognise and reward our people 

• Competitive market salary 
• Health and Life Insurance and matched pension schemes
• 25 days annual leave, with additional company days off throughout the year 
• Flexible working hours and hybrid/remote working opportunities including Work Abroad Program
• Paid Sick, Maternity and Paternity benefits
• Employee Assistance Programme (EAP), mental health and wellbeing supports
• Employee referral program with opportunity to earn up to €4,000 per referral
• Annual Service recognition benefits (Additional Annual leave and pension contributions)